Software Support Analyst

2 weeks ago

Temecula, United States Applied Statistics & Management Inc. Full time

**Who We Are**
We are an industry-leading and award-winning, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging, and performance management goals. We have several thousand customers (healthcare organizations) worldwide; ranging from small community hospitals to large health systems.

Applied Statistics and Management, Inc. (ASM) started locally in Temecula, California and has been in business since 1982 - under the same ownership. We continue to experience healthy growth due to our innovative, user-friendly and competitive solutions and remain industry-leading due to our incredible team of professionals with similar goals We are known for our Customer Service, Software Implementation, Customer Training and of course our offered variety of Credentialing and Healthcare Quality product modules and solutions.

We’re looking for positive-energetic, professional, motivated and reliable team members to join our wonderful team As an Application Analyst, you will be at the heart of the customer experience and we want _you_ to feel inspired by your role and team, so your clients feel inspired by _you_ and our _solutions_

Someone successful in this role is self-motivated, resourceful, and has the ability to sustain a high level of energy, focus, and professionalism, while providing a personal experience to our customers. Tier I agents are responsible for advocating for and supporting clients via timely, accurate and professional communication methods. Qualified individuals should have the ability to multitask - concisely documenting tickets while on an active phone call, as well as the ability to quickly comprehend a client’s inquiry and respond appropriately. They are required to achieve and maintain deep product knowledge, possess the ability to properly prioritize a ticket queue and accurately document and report issues to internal technical teams.

**Does this sound like you or something you’d like to do? **We’d love to meet you**

**Responsibilities + Skills**
- The **ability to multi-task or task-switch efficiently** in effort to prioritize and manage a ticket queue - this includes concisely documenting tickets (illustrating the reason for a client’s inquiry as well as the current progress of the ticket’s resolution) while on an active phone call or in between phone calls
- The **ability to understand and take action based on the needs of different inquiry types** (problems, questions, etc.), ticket **priorities** (urgent, high, normal, etc.) and on varying ASM products/modules
- A **quick and/or communicative learner **to ensure solid product comprehension and product knowledge
- The **ability to self-assess** current workload **and** either **self-adjust** or communicate effectively with management to prioritize the needs of the customer
- ** Strong comprehension skills** to effectively document concise descriptions of questions, issues or full issue-to-resolution summaries on all tickets.
- ** Strong troubleshoot skills **to accurately assess and escalate issues suspected to be related to software function and/or performance and effectively escalate to internal technical teams
- The **ability to adapt** to new processes and workflow adjustments to ensure a successful team and client experience
- Strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (desirable), etc.
- Ability to be **a reliable team member** and maintain a health work/life balance (by _proactively_ scheduling time off as needed)

**Desirable Experience and Education**
- ** 2+ years in a Customer Service role or Call Center environment**:

- ** Knowledge of relational databases**:

- Medical Staff Services experience (not required)
- CPCS and/or CPMSM desired (not required)

**Role Details and Benefits**
- Full-Time In-Office Position
- Monday through Friday
- Probationary Period Shift: 8:30am to 5:00pm - first 90 days
- Permanent Shift _Options_ (after probationary period): 5:00am to 1:30pm, 6:30am to 3:00pm or 8:30am to 5:00pm
- _ Incredible_ Colleagues
- _ Supportive_ Management
- _ Partial_ Remote (Hybrid) Option
- Available _after_ the probationary period
- Is granted (and maintained) based on performance.
- Currently we allow for up to 2 remote days per week, with required full-team days to encourage and support a team atmosphere and collaboration
- ** Growth Opportunities**
- The Tier I group is often the ‘picking grounds’ for internal promotions or to fill openings in other departments, due to the skillset and product knowledge earned in the Tier I role.
- Frequent department potlucks and lunches
- While uncommon, this position may require domestic and international travel.
- ** Company Benefits**
- A competitive PTO structure (non-accrual - granted immediately after probationary period)
- 100% Medical, Dental and Vision coverage for all employees
- Several Medical Coverage options av

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